CN112926997A - Customer relationship management system and method - Google Patents
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Abstract
The invention relates to the technical field of customer relationship management, in particular to a customer relationship management system and a method, wherein the system comprises a customer information storage module, a customer intention management module, a clue management module, a business opportunity management module, a marketing scheme making module, a product management module, a dealer management module, a contract management module and an analysis module, and the method comprises the following steps: s1: constructing a client pool; s2: a customer intent rating; s3: thread management; s4: business opportunity management; s5: and (5) marketing scheme formulation. The invention saves the labor cost through the synergistic action of various modules, improves the exhibition efficiency of the staff, ensures the excellent customer satisfaction and improves the winning rate.
Description
Technical Field
The invention relates to the technical field of customer relationship management, in particular to a customer relationship management system and a customer relationship management method.
Background
The definition of the customer relationship management is: in order to improve the core competitiveness of an enterprise, the enterprise coordinates the interaction between the enterprise and a client on the aspects of sales, marketing and service by using a corresponding information technology and an internet technology, so that the management mode of the enterprise is improved, and a creative and personalized client interaction and service process is provided for the client. The ultimate goal is to attract new customers, retain old customers, and turn existing customers into loyal customers, increasing the market. With the rapid development of economy, competition among enterprises for customers is increasingly intense, so that management of customer information and processing of customer relations are increasingly important, and only a customer can be changed into a consumer by effectively and reasonably processing the customer relations and improving customer satisfaction.
Disclosure of Invention
In view of the above technical problems, an aspect of the present invention provides a customer relationship management system, which includes a customer information storage module, a customer intention management module, a thread management module, a business opportunity management module, a marketing scheme making module, a product management module, a dealer management module, a contract management module, and an analysis module.
As a preferred technical solution, the client information storage module includes a client data search unit, a client identification unit, and a client information update unit.
As a preferred technical solution, the client intention management module includes a line intention degree calculation unit and a line intention grading unit.
As a preferred technical solution, the thread management module includes a client contact unit and a thread information recording unit.
As a preferred technical solution, the thread management module further includes a matching client information unit, a thread business opportunity transfer unit, and a thread follow-up unit.
As a preferred technical solution, the marketing plan formulation module includes a trip formulation unit.
As a preferred technical solution, the marketing plan formulation module further includes a product service formulation unit, a price formulation unit, and an advertisement formulation unit.
As a preferred technical solution, the contract management module includes a contract signing management unit.
As a preferred technical solution, the contract management module further includes a contract fulfillment management unit, a contract change management unit, and a contract profile management unit.
In another aspect, the present invention provides a method for managing customer relationship, including:
s1: constructing a client pool;
s2: a customer intent rating;
s3: thread management;
s4: business opportunity management;
s5: and (5) marketing scheme formulation.
Has the advantages that:
1. the invention can know the intention of the client by the client information storage module to timely follow the latest information of the new client.
2. The invention optimizes the proper client through the client intention management module, performs optimal connection, improves the working efficiency of the user and improves the winning rate.
3. The invention can timely grasp the client clues through the clue management module, follow the client and know the real intention of the client.
4. The business opportunity management module manages the business opportunity in time, maximally converts the clues into the business opportunities, and distributes the business opportunities to proper sellers in time, thereby further achieving high winning-order rate.
5. The invention makes an optimal marketing mode according to different conditions aiming at different customers through a marketing scheme making module.
The invention saves the labor cost through the synergistic effect of various modules, improves the exhibition efficiency of the staff, ensures the excellent customer satisfaction and improves the winning rate.
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the embodiments or the technical solutions in the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Fig. 1 is a system architecture diagram of a customer relationship management system according to the present invention.
Fig. 2 is a system architecture diagram of a customer information storage module.
FIG. 3 is a system architecture diagram of a customer intent management module.
Figure 4 is a system architecture diagram of a thread management module.
FIG. 5 is a system architecture diagram of a marketing plan formulation module.
FIG. 6 is a system architecture diagram of a customer distributor management module.
FIG. 7 is a system architecture diagram of the contract management module.
Fig. 8 is a flowchart of a customer relationship management method provided by the present invention.
Detailed Description
The technical features of the technical solutions provided by the present invention will be further clearly and completely described below with reference to the specific embodiments, and it should be understood that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be obtained by a person skilled in the art without any inventive step based on the embodiments of the present invention, are within the scope of the present invention.
The words "preferred", "preferably", "further" and the like in the present disclosure mean embodiments of the invention that may provide some benefit under certain circumstances. However, other embodiments may be preferred, under the same or other circumstances. Furthermore, the recitation of one or more preferred embodiments does not imply that other embodiments are not useful, nor is it intended to exclude other embodiments from the scope of the invention.
The invention provides a customer relationship management system which comprises a customer information storage module, a customer intention management module, a thread management module, a business opportunity management module, a marketing scheme making module, a product management module, a dealer management module, a contract management module and an analysis module.
In some preferred embodiments, the client information storage module comprises a client data searching unit, a client identification unit and a client information updating unit; the client data searching unit is used for searching client information and then transmitting the information to the next unit; the client identity recognition unit is used for recognizing client identity information, takes the identity card number as a unique identifier, and does not allow new client information to be created when data is repeated; the client information and updating unit is used for updating information of a client, wherein the information comprises personal information, vehicle information, financial contract information, address information and data attribution information, the personal information comprises age, gender, income and the like, the financial contract information comprises a contract object, is associated with the client, and acquires information such as monthly repayment, contract due date, contract period, first payment and the like, the address information comprises regional, provincial and city information, and the data attribution information comprises channels, groups and outlets.
In some preferred embodiments, the client intention management module comprises an intention degree calculation unit, a clue ranking unit; the intention degree calculating unit is used for calculating the intention degree of the client, and the clue grading unit grades clues into different grades according to the intention degree of the client, wherein the grades comprise 1 grade, 2 grade and 3 grade.
In some preferred embodiments, the thread management module comprises a client contact unit, a thread information recording unit, a matching client information unit, a thread dealer opportunity unit and a thread follow-up unit; the client contact unit is used for realizing contact with a client, when a contact telephone is empty, a clue is invalid, the clue is not allowed to be created, and when a mobile phone number is repeated, the clue needs to be marked to be repeated; the clue information recording unit is used for recording the number of clues acquired by different channels; the matched client information unit is used for matching the client pool records, if the client is a stock client, the information existing on the clue needs to be updated to the corresponding information on the client record, and if the client is a new client, the new client is automatically generated; the clue business opportunity transferring unit is used for establishing clue information as business opportunity information; the thread follow-up unit is used for continuing to follow up the thread and needs to set follow-up frequency, such as follow-up within 7 days, follow-up within one month and follow-up within three months.
In some preferred embodiments, the business opportunity management module is used for realizing distribution issuing and store-side follow-up of business opportunities.
In some preferred embodiments, the marketing plan formulation module includes a trip formulation unit, a product service formulation unit, a price formulation unit, an advertisement formulation unit; the journey making unit is combined with different customer groups, designates individual customer journey and automatically cultivates the journey, and prompts the customer to develop towards a more intentional stage; the product service formulation unit formulates abundant and targeted product services according to the habit and the preference of different passenger groups; the price making unit finds out a price comfort interval according to different passenger groups by combining historical sales data, and sets a new price strategy by combining product functions and promotion adjustment; the advertisement making unit is used for appointing corresponding appeal and advertisement propagation content aiming at different customer groups, and the requirements of customers are met more accurately.
In some preferred embodiments, the product management module is configured to manage product name, serial number, classification, description, and the like information associated with the library of vehicle types for the financial product.
In some preferred embodiments, the dealer management module includes a dealer scoring unit, a dealer account management unit, a dealer role management unit, a dealer account entry unit; the dealer grading unit is used for grading and managing the dealers according to factors such as the performance of the dealers and the follow-up rate; the dealer account management unit is used for realizing related operations such as checking, deleting and resetting accounts, and the information of the dealer account comprises a name, a contact way, an account, a state, a role and the like; the distributor role management unit is used for creating and maintaining a distribution role and corresponding authorities, such as DCC (distributed control channel), a sales advisor and the like; the dealer account number entry unit comprises single manual entry, business personnel directly create a dealer account number in the system, appoint corresponding role authority, set passwords and the like, import in batches, and create/update the dealer account number in batches in the system in an Excel mode, set roles, reset passwords and the like.
In some preferred embodiments, the contract management module includes a contract signing management unit, a contract fulfillment management unit, a contract change management unit, a contract profile management unit; the co-signing management unit comprises a pre-stage investigation for signing a contract, a data processing unit and a data processing unit, wherein the pre-stage investigation is used for realizing market investigation, knowing the technical development condition, the market supply and demand condition, the market price and the like of a product, accurately grasping the real intention of an opposite side for carrying out credit worthiness investigation of a potential partner or a competitor, correctly judging the competitive intension, knowing a relevant environment and making correct risk analysis and judgment; the contract fulfillment management unit comprises contract execution and contract dispute processing and is used for realizing contract execution and contract dispute processing; the contract change management unit is used for realizing contract change operation; and the contract archive management unit is used for managing contract files and records.
In some preferred embodiments, the analysis module is used for providing rich reports and dashboards and data lists so that users can perform business analysis.
In another aspect, the present invention provides a customer relationship management method, including:
s1: constructing a client pool;
s2: a customer intent rating;
s3: thread management;
s4: business opportunity management;
s5: and (5) marketing scheme formulation.
In some preferred embodiments, the method for constructing the customer pool includes obtaining customer data from a business system, setting relevant rules to automatically update the customer data, recommending products, predicting classification, and performing business insights. The identification number is used as a unique identification, when data are repeated, a new client record is not allowed to be created, and the data synchronization frequency is set according to the service requirement.
In some preferred embodiments, the customer intent rating is: the system for scoring the intention of the customer needs to grade the line according to the intention degree, wherein the grade 1 is 0-10; grade 2, 11-20 points; stages 3-30 divide by … … and so on. The calculation method is that when each variable follows the service, the data is converted into corresponding scores. The score setting is, for example: the intended vehicle type A is 80 points, the intended vehicle type B is 60 points and the like. The weight calculation is, for example: the intention vehicle type a is 80 points, the weight is 30%, the service life of the existing vehicle is 50 points, the weight is 10%, and the other data are null, the intention score is 80 points, 30% +50 points, 10% + 31 points, and the grade is 3.
In some preferred embodiments, the thread management method is to confirm the effectiveness of sales threads of each channel, convert the sales threads into customers and business opportunities according to business requirements, and use an SF sales cloud to score potential customer predictions, provide customer and business opportunities, and automatically acquire activities. When the contact call is empty, the clue is invalid, the clue is not allowed to be created, when the mobile phone number is repeated, the clue is marked to be repeated, and the system stores records (the system does not prevent the repeated clue from being created, and is convenient for counting the number of clues acquired from different channels) and needs to be matched with the client pool records after acquiring the identity card number information of the client corresponding to the clue. Stock client: merging the data, updating the information existing on the clue to the corresponding information on the client record, and updating the information on the client record by the new client: a new customer is generated. High quality cues: the clues are automatically graded according to the set grading logic, the high intention clues are converted into business opportunities, and the low intention clues are: if the level of intention of the clue is medium or low, the follow-up frequency needs to be set, such as follow-up within 7 days, follow-up within one month and follow-up within three months.
In some preferred embodiments, the business opportunity management implements creation, distribution, and store-side follow-up. After the business opportunity is created, the system is automatically or manually distributed (distributed to the store), and the dealer, upon receiving the business opportunity, completes the subsequent tracking tasks (validation, distribution of sales advisors, follow-up) until winning or closing. A clue business switching machine: when the clues meet high intention, the system automatically creates corresponding business records and manually enters: dealer personnel manually enter merchant record through customer information such as search cell-phone number, interface: and the client clicks on the online application, and business records are automatically generated in the system through interface synchronization.
In some preferred embodiments, the marketing scheme is subjected to screening configuration, forecasting scoring and target customer forecasting of the marketing scheme, and automatic sending time optimization so as to realize accurate marketing of customers. The method is characterized in that personalized client travel is appointed by combining different customer groups, automatic cultivation is achieved, the client is promoted to develop towards a more-intentioned stage, rich and targeted product services are formulated according to habits and preferences of the different customer groups, a comfortable price interval is found according to the different customer groups by combining historical sales data, a new price strategy is set by combining product functions and sales promotion adjustment, corresponding appeal and advertisement propagation content are appointed according to the different customer groups, and the requirements of the client are met more accurately.
In some preferred embodiments, the invention also performs SF analysis cloud, forecast WaveApps, intelligent data discovery, automated analysis and interpretation, provides rich reporting and dashboard, data inventory management. The system provides rich reports and instrument panels, and business personnel can perform business analysis by using fine analysis tools and functions.
The invention is shown in the practical application of E-commerce platform integration, social media integration, logistics system integration, call center integration, ERP integration, MES integration and after-sale integration; further e-commerce platform integration can be used for customer management, wherein the customer management comprises customer basic information, customer type management, customer service distribution management, potential customer management, customer behavior analysis, customer uniform coding and customer credit, and the e-commerce platform comprises Jingdong and Temple; further, the social media integration can be used for member management, wherein the member management comprises online member acquisition, store member introduction, vermicelli transfer member, e-commerce consumer member, member unified identity, key opinion leader, member value analysis and member RFM subdivision, and the social media comprises WeChat and Xinlang microblog; the logistics system integration can further perform purchase, sales and inventory management, wherein the purchase, sales and inventory management comprises mobile phone stock management, mobile phone distribution management, whole machine inventory management, accessory inventory management, safety inventory management, inventory allocation management and inventory report management; further call center integration can be used for service management, wherein the service management comprises after-sales service individual cases, after-sales service processes, case upgrading closing, service work order management, return goods management, product quality analysis, data statistics analysis, mobile after-sales analysis and mobile after-sales support; further, the ERP integration comprises accounts receivable management, accounts payable management, account age and account checking information, manual attendance management and staff performance management; further, the MES integration can perform sales management, wherein the sales management comprises establishment of business opportunity acquisition, sales team management, sales process management, sales forecast management, sales coordination hang management, business opportunity approval process, quotation information management and sales data collection; further, the MES integration may further perform contract order management, including contract information management, order product management, contract collection management, and purchase order management; further the MES integration can also perform product pricing management, wherein the product unit price management comprises a product price manual, a channel price strategy, return point rebate management, special price examination and approval management, product profit calculation and accessory profit calculation.
Further, the invention takes the 'customer' as the center, provides a complete personalized brand experience in the whole customer life cycle, provides personalized product combination to meet the specific market demand of China, reflects brand value by life-long service, develops and develops a healthy and efficient network with strong partners, provides excellent sales, ensures excellent customer satisfaction (CSI/SSI/quality) in the whole life cycle of customer contact points, makes correct investment by optimizing all operations, aims at healthy model combination to improve profits, and supports advanced systems in all business fields.
Examples
The present invention will be specifically described below by way of examples. It should be noted that the following examples are only for illustrating the present invention and should not be construed as limiting the scope of the present invention, and that the insubstantial modifications and adaptations of the present invention by those skilled in the art based on the above disclosure are still within the scope of the present invention.
As shown in fig. 1, in one aspect, the present embodiment provides a customer relationship management system, which includes a customer information storage module, a customer intention management module, a thread management module, a business opportunity management module, a marketing scheme making module, a product management module, a dealer management module, a contract management module, and an analysis module.
As shown in fig. 2, the client information storage module includes a client data search unit, a client identification unit, and a client information update unit; the client data searching unit is used for searching client information and then transmitting the information to the next unit; the client identity recognition unit is used for recognizing client identity information, takes the identity card number as a unique identifier, and does not allow new client information to be created when data is repeated; the client information and updating unit is used for updating information of a client, wherein the information comprises personal information, vehicle information, financial contract information, address information and data attribution information, the personal information comprises age, gender, income and the like, the financial contract information comprises contract objects, is associated with the client and acquires information such as monthly repayment, contract due date, contract period, first payment and the like, the address information comprises regional, provincial and city information, and the data attribution information comprises channels, groups and outlets.
As shown in fig. 3, the client intention management module includes a line intention degree calculating unit, a thread ranking unit; the intention degree calculating unit is used for calculating the intention degree of the client, and the clue grading unit grades clues into different grades according to the intention degree of the client, wherein the grades comprise 1 grade, 2 grade and 3 grade.
As shown in fig. 4, the thread management module includes a client contact unit, a thread information recording unit, a matching client information unit, a thread negotiation unit, and a thread follow-up unit; the client contact unit is used for realizing contact of a client, when a contact telephone is empty, a clue is invalid, the clue is not allowed to be created, and when a mobile phone number is repeated, the clue needs to be marked to be repeated; the clue information recording unit is used for recording the number of clues acquired by different channels; the matched client information unit is used for matching client pool records, if the matched client information unit is a stock client, the information existing on the clue needs to be updated to the corresponding information on the client record, and if the matched client information unit is a new client, the new client is automatically generated; the clue business opportunity transferring unit is used for creating clue information as business opportunity information; the thread follow-up unit is used for continuing to follow up the thread and needs to set follow-up frequency, such as follow-up within 7 days, follow-up within one month and follow-up within three months.
The business opportunity management module is used for realizing distribution and issuing of business opportunities and follow-up of store ends.
As shown in fig. 5, the marketing plan formulation module includes a trip formulation unit, a product service formulation unit, a price formulation unit, and an advertisement formulation unit; the journey making unit is combined with different customer groups to designate individual customer journeys and automatically cultivate the customer journeys to promote the customer to develop towards a more intentional stage; the product service formulation unit formulates rich and targeted product services according to habits and preferences of different customer groups; the price making unit finds out a price comfort interval according to different passenger groups by combining historical sales data, and sets a new price strategy by combining product functions and promotion adjustment; the advertisement formulating unit specifies corresponding appeal and advertisement propagation content aiming at different customer groups, and more accurately meets the requirements of customers.
The product management module is used for managing information such as product names, serial numbers, classifications and descriptions related to financial products and a vehicle type library.
As shown in fig. 6, the dealer management module includes a dealer grading unit, a dealer account management unit, a dealer role management unit, and a dealer account entry unit; the dealer grading unit is used for grading and managing the dealers according to factors such as the performance and the follow-up rate of the dealers; the dealer account management unit is used for realizing related operations such as checking, deleting and resetting accounts, and the information of the dealer account comprises a name, a contact way, an account, a state, a role and the like; the distributor role management unit is used for creating and maintaining distribution roles and corresponding authorities, such as DCC (distributed control channel), sales consultants and the like; the dealer account number entry unit comprises single manual entry, business personnel directly establish a dealer account number in the system, appoint corresponding role authority, set passwords and the like, conduct in batches, and the business personnel can establish/update the dealer account number in batches in a CRM system in an Excel mode, set roles, reset the passwords and the like.
As shown in fig. 7, the contract management module includes a contract execution management unit, a contract performance management unit, a contract change management unit, a contract profile management unit; the co-signing management unit comprises a pre-stage investigation of signing a contract, a data processing unit and a risk analysis and judgment unit, wherein the pre-stage investigation is used for realizing market investigation, knowing the technical development condition, the market supply and demand condition, the market price and the like of a product, accurately grasping the true intention of an opposite side for credit investigation of potential partners or competitors, correctly judging the competition severity, knowing a relevant environment and making correct risk analysis and judgment; the contract fulfillment management unit comprises contract execution and contract dispute processing and is used for realizing contract execution and contract dispute processing; the contract change management unit is used for realizing contract change operation; the contract archive management unit is used for managing contract files and records.
As shown in fig. 8, the analysis module is used to provide rich reports, dashboards and data lists so that the user can perform business analysis.
On the other hand, this embodiment provides a customer relationship management method, where the method includes:
s1: constructing a client pool;
s2: a customer intent rating;
s3: thread management;
s4: business opportunity management;
s5: and (5) marketing scheme formulation.
The method for constructing the client pool comprises the steps of obtaining client data from a business system, setting relevant rules and automatically updating the client data, recommending products, predicting and classifying and carrying out business insights. The identification number is used as a unique identifier, when data are repeated, a new client record is not allowed to be created, and the data synchronization frequency is set according to the service requirement.
The customer intent rating: the system for scoring the intention of the customer needs to grade the line according to the intention degree, wherein the grade 1 is 0-10; grade 2, 11-20 points; stages 3-30 divide by … … and so on. The calculation method converts the data into corresponding scores for each variable when the system follows up with the service. The score setting is, for example: the intended vehicle type A is 80 points, the intended vehicle type B is 60 points and the like. The weight calculation is, for example: the intention vehicle type a is 80 points, the weight is 30%, the service life of the existing vehicle is 50 points, the weight is 10%, and the other data are null, the intention score is 80 points, 30% +50 points, 10% + 31 points, and the grade is 3.
The lead management method comprises the steps of confirming the effectiveness of sales leads of all channels, converting the sales leads into clients and business opportunities according to business requirements, and scoring potential client prediction, client and business opportunity insights and automatically acquiring activities by means of SF sales clouds. When the contact call is empty, the clue is invalid, the clue is not allowed to be created, when the mobile phone number is repeated, the clue is marked to be repeated, and the system stores records (the system does not prevent the repeated clue from being created, and is convenient for counting the number of clues acquired from different channels) and needs to be matched with the client pool records after acquiring the identity card number information of the client corresponding to the clue. Stock client: merging the data, updating the information existing on the clue to the corresponding information on the client record, and updating the information on the client record by the new client: a new customer is generated. High quality cues: the cable is automatically graded according to the set grading logic, the high intention cable is converted into the business opportunity, and the low intention cable is: if the thread intention level is medium or low, it is necessary to set the follow-up frequency, such as 7 days follow-up, one month follow-up, and three months follow-up.
The business opportunity management realizes the creation, distribution and delivery and the follow-up of the store end. After the business opportunity is created, the system automatically or manually assigns (to the store), and the dealer, upon receiving the business opportunity, completes the subsequent tracking task (verification, assignment of sales advisor, follow-up) until winning or closing. A clue business switching machine: when the clues meet high intention, the system automatically creates corresponding business records and manually enters: dealer personnel manually type business machine record through customer information such as search cell-phone number, interface: and the client clicks on the application on line, and automatically generates business records in the system through interface synchronization.
The marketing scheme is subjected to screening configuration, forecasting and scoring, forecasting the target customer and automatic sending time optimization of the marketing scheme, so that accurate marketing of the customer is realized. The method comprises the steps of appointing personalized customer itineraries by combining different customer groups, automatically cultivating, promoting the customers to develop towards more intentional stages, formulating rich and targeted product services according to habits and preferences of the different customer groups, finding comfortable price intervals according to the different customer groups by combining historical sales data, setting a new price strategy according to product functions and promotion adjustment, appointing corresponding demands and advertisement propagation contents according to the different customer groups, and more accurately meeting the requirements of the customers.
The embodiment is shown in the practical application of E-commerce platform integration, social media integration, logistics system integration, call center integration, ERP integration, MES integration and after-sale integration; further e-commerce platform integration can be used for customer management, wherein the customer management comprises customer basic information, customer type management, customer service distribution management, potential customer management, customer behavior analysis, customer uniform coding and customer credit, and the e-commerce platform comprises Jingdong and Techthyst; further, the integration of the social media can be used for member management, wherein the member management comprises online member acquisition, store member introduction, vermicelli-to-member, e-commerce consumer members, member unified identity, key opinion leaders, member value analysis and member RFM subdivision, and the social media comprises WeChat and Xinlang micro blogs; the logistics system integration can further perform purchase, sales and inventory management, wherein the purchase, sales and inventory management comprises mobile phone stock management, mobile phone distribution management, whole machine inventory management, accessory inventory management, safety inventory management, inventory allocation management and inventory report management; further call center integration can be used for service management, wherein the service management comprises after-sales service individual cases, after-sales service processes, case upgrading closing, service work order management, return goods management, product quality analysis, data statistics analysis, mobile after-sales analysis and mobile after-sales support; further, the ERP integration comprises accounts receivable management, accounts payable management, account age and account checking information, manual attendance management and staff performance management; further, the MES integration can perform sales management, wherein the sales management comprises establishment of business opportunity acquisition, sales team management, sales process management, sales forecast management, sales collaboration hang-up management, business opportunity approval process, quotation information management and sales data collection; further, the MES integration may further perform contract order management, the contract order management including contract information management, order product management, contract collection management, and purchase order management; further the MES integration can also perform product pricing management, wherein the product unit price management comprises a product price manual, a channel price strategy, return point rebate management, special price examination and approval management, product profit calculation and accessory profit calculation.
The above description is only a preferred embodiment of the present invention, and is not intended to limit the present invention in other forms, and any person skilled in the art may modify or change the technical content disclosed above into an equivalent embodiment with equivalent changes, but all those simple modifications, equivalent changes and modifications made on the above embodiment according to the technical spirit of the present invention still belong to the protection scope of the present invention.
Claims (10)
1. The system is characterized by comprising a client information storage module, a client intention management module, a thread management module, a business opportunity management module, a marketing scheme making module, a product management module, a dealer management module, a contract management module and an analysis module.
2. The customer relationship management system according to claim 1, wherein the customer information storage module comprises a customer data search unit, a customer identification unit, and a customer information update unit.
3. The customer relationship management system according to claim 1, wherein the customer intention management module includes a line intention degree calculating unit and a line intention grading unit.
4. The customer relationship management system according to claim 1, wherein the thread management module comprises a customer contacting unit and a thread information recording unit.
5. The system of claim 4, wherein the thread management module further comprises a matching client information unit, a thread dealer opportunity unit, and a thread follow-up unit.
6. The customer relationship management system of claim 1, wherein the marketing plan formulation module comprises a trip formulation unit.
7. The customer relationship management system of claim 6, wherein the marketing plan formulation module further comprises a product service formulation unit, a price formulation unit, and an advertisement formulation unit.
8. The customer relationship management system according to claim 1, wherein the contract management module includes a contract signing management unit.
9. The customer relationship management system according to claim 8, wherein the contract management module further comprises a contract performance management unit, a contract change management unit, and a contract profile management unit.
10. A customer relationship management method, characterized in that the method comprises the steps of:
s1: constructing a client pool;
s2: a customer intent rating;
s3: thread management;
s4: business opportunity management;
s5: and (5) marketing scheme formulation.
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